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Does ebay actually protect sellers?
Some background first. I had a customer who ordered 2 items and then messaged me to say he was sent the wrong items. After he explained what he was expecting i used the listing title and description to show that he had ordered incorrectly and had received exactly what he had ordered. It was very clear cut, he did not seek a return or submit a claim for not as described. He was however abusive and told me to *#!" off. Some weeks later he left negative feedback for the amount of postage charged, it transpires that he was charged twice for postage. After some research it seems that unlike normal e-commerce platforms that applies a selected postage cost/service to a basket as a whole, i have to apply some noddy workaround rule to avoid this when a buyer purchases from more than one listing and even then i don't think will work as it should. A topic for another community question later. He was of course refunded the overpayment.
My issue is that the negative feedback stated that i am profiting from postage which is not the case. I requested ebay to remove the feedback as i believe it to be false, slanderous and damaging. They refused stating, 'We reviewed the feedback, and can see that the buyer found that the item wasn't as described in the listing'. This wasn't the reason for the removal request and is blatantly wrong, presumably a pair of human eyes hasn't reviewed this?
Do i have any recourse with ebay to reconsider or is this yet another ebay failing that sellers have to 'absorb'? Their response does say that the feedback won't affect my seller performance level so presumably means my feedback percentage? Just all seems a very poor service, a service that we ultimately pay for.
Comments appreciated. Thanks.
john1297576
Mentor10 months ago“Their response does say that the feedback won't affect my seller performance level so presumably means my feedback percentage? Just all seems a very poor service, a service that we ultimately pay for. “
Feedback does not affect your standing as you can see if you look at your seller dashboard, but a negative will affect the %.
I am afraid that your problem is typical of ebay’s approach to sellers. Allowing appeals to be dealt with by stupid robots gets seller nowhere, but even speaking to an Agent, or having appeal dealt with by agent usually shows how out of touch they are with the real world, or simply do not understand what the problem is.
Have a read of what ebay says - https://www.ebay.co.uk/help/buying/leaving-feedback-sellers/viewing-changing-feedback-left-sellers?id=4031&st=3&pos=4&query=Viewing%20and%20changing%20feedback%20left%20for%20sellers&intent=removal%20of%20feedback&lucenceai=lucenceai&docId=HELP1054
I have myself reported various things to ebay and even included ebays guidance to prove my point, only to be told that what I have reported does not break any rules.
This just makes having a report facility, when ebay is not aware of its own rules, completely pointless, and many members no longer bother to report.
thewoodelves
OP10 months agoThanks for the prompt response, sadly what i expected. I don't have a significant amount of these cases but there is just something so fundamentally wrong with it all. Especially as we pay for a service and are held to strict rules as sellers or risk business damaging consequences.
I already have a list of scenarios whereby i take the hit because ebay have failed to back me up so this is just another one to add. I think that combining the fees i pay to ebay, unjustified refunds and time wasted is adding to the argument for a web shop. We'll see what the New Year brings i guess. Thanks again.